CTI Selection Manager for Ambiguous Phone Number Resolution

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Solution Overview

Problem

Current Computer Telephony Integration (CTI) systems fail to effectively manage multiple external applications and their datasets, often leading to incorrect data records being displayed for shared phone numbers, requiring software extensions and complex data maintenance.

Innovation Solution

A method and system that provide a cross-application overview of contacts and operations through a selection manager, allowing users to link identification data with external applications without significant changes, and enabling data transfer between applications to prevent duplicates and enhance data accuracy.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If a CTI system integrates multiple external applications with shared phone numbers, then the system provides comprehensive data access, but it becomes unclear which specific data record should be displayed

Engineering Contradiction:

Improvedata access comprehensivenessVSAvoiddata record selection clarity

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The system segments the ambiguous phone number identification into multiple specific contact records by retrieving and displaying all associated contacts from multiple external applications. This allows the user to see distinct contact entries (e.g., different people with the same company number) and select the correct one, resolving the ambiguity while maintaining comprehensive data access.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The CTI system acts as an intermediary between the phone number and the external applications' data records. Instead of directly passing the phone number to a single application, the CTI system retrieves contacts from multiple applications, presents them to the user, and only after user selection does it pass the specific contact data to the chosen application. This intermediary step resolves the selection ambiguity.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Measurement precision

If software extensions are made in external applications to present user selections, then data record selection accuracy improves, but system complexity increases

Engineering Contradiction:

Improvedata record selection accuracyVSAvoidsoftware extension complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

Instead of modifying external applications to handle selection (bottom-up approach), the invention inverts the approach by having the CTI system perform the selection management and then interface with the external applications. The CTI system retrieves contacts, presents them for selection, and only after user choice does it pass data to applications. This eliminates the need for complex software extensions in external applications while maintaining selection accuracy.

Inventive Principle:

Principle #13The other way round (Inversion)

Solution Approach 2:

The CTI system provides self-service by automatically retrieving and presenting all relevant contacts from multiple external applications without requiring modifications to those applications. The system handles the entire selection process autonomously, from gathering contact data to presenting options and facilitating user selection, thereby avoiding the complexity of software extensions in external applications.

Inventive Principle:

Principle #25Self-service

3Reliability

If the same phone number is displayed to the outside world, then company professionalism improves, but it becomes impossible to identify which contact should be displayed

Engineering Contradiction:

Improvecompany professionalismVSAvoidcontact identification information

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The system performs preliminary action by pre-retrieving and storing all contact records associated with the shared phone number from multiple external applications before the user needs to make a selection. When a call comes in, the system already has the complete list of possible contacts ready to present to the user, enabling quick and accurate selection without losing contact identification information.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The invention replaces the mechanical limitation of displaying only one contact name with the electronic capability to display multiple contact records simultaneously. The CTI system retrieves and presents all contacts associated with the shared phone number from multiple applications, allowing the user to see and select from all available contacts, thereby substituting the limitation of single-display mechanics with multi-record electronic presentation.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentEP2589212B1Method and system for calling operations in external applications on the basis of identification data from a telecommunication subscriber

Publication Date: 2017.11.22 CETIS

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Figure 3a~3b

AI summary

A computer-aided method and system for selecting an operation on data records from external applications (15) on the basis of identification data from a telecommunications subscriber are disclosed. According to the invention, identification data from the telecommunication subscriber are received in the server (4). Operation calls from external applications (15) which are connected to said identification data from the caller are then identified; symbols presented on the screen of the user are selected, and following the selection the invention involves the display of a selection manager (10) which displays a plurality of operation calls which can be selected by the user..